Business Design


Getting Customer Empathy Right
15 Apr 2017

Getting Customer Empathy Right

As business owners, we often make assumptions about our own customers. Most of the time, these assumptions are based on years of experience and seeing patterns of customer behavior. Sometimes, this works. We are hired because of our decades of experience, and so we know how to answer questions when when they come up over again. We understand how to decipher client language into a...

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Defining The Customer Experience
13 Oct 2016

Defining The Customer Experience

Customer Experience (or User Experience) is often used to describe the interaction between a person and either a product/service, brand, software, or the combination of all of the above. I define the Customer Experience as being the intended design of any interaction or experience someone has with your brand. Meaning, at any point in the process of your customer interacting with your product or brand,...

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Equate Satisfaction With Your Brand: What’s Involved?
25 Apr 2016

Equate Satisfaction With Your Brand: What’s Involved?

When you create a brand, there is a lot to consider. You want your customers to walk away with a positive impression so that they come back again. If you’re first impression falls short of your customer’s expectations, those customers are more likely to find another brand to fulfill their needs. So what’s involved ensuring that your customers equate your brand with their satisfaction? Here...

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Brand Shoutout! TOMS Case Study
23 Sep 2015

Brand Shoutout! TOMS Case Study

This write up is part of a series that I’ll call Brand Shoutouts. I’ll be highlighting brands that I personally love  (as a consumer) and will used as a case study for brand success (as a brand strategist). Enjoy! Roses are red, Violets are blue, TOMS (the company) is great, Let me tell you.   Branding is much more than a logo and a website....

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